Stake Casino - Pelaajan kotiutus viivästyy ja varat palautetaan.

I made a withdrawal of 40000 on 6th April. I waited for a week and contacted the support about not receiving the withdrawal and they tell me the transaction was successful but i didn't receive any funds in my account. I asked for a transaction receipt and they sent me one and with that I raised a query with my bank and after multiple mails they confirmed that a transaction of 40000 was made but the funds were kept on hold and reversed back to the senders account due to mismatch in the beneficiary's name. Now my bank is telling me to contact the sender and get it sorted as they won't be help with it and I contacted the support regarding this and they still are not helping me and telling the same old story of transaction was successful and not providing me any details of the sender to contact and get it solved. Attaching all the proofs and statements. The transaction ID on stake 3393743497 .. attaching my bank statement to show that no deposits were received in my bank.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made a previous payout using this payment method in the past?
• Have you deposited using this payment method in the past?
• Could you please provide the communication in which your bank admitted to receiving the amount but returning it to the sender? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I have made deposits and withdrawals using this method before the incident and after the incident too. Hope this helps.. incase you need more details let me know.

It's just getting worse with Stake using INR withdrawal and deposit.. now I have 40k in withdrawal and 39k in Deposits stuck with them. The 40k Withdrawal is the issue mentioned above and the deposit issue is one im following up with stake support and stake payments email and they are just absolute shit. So now there's 10k 20k 5k and 4k a Total of 39k worth INR deposits which were successful but stake says they haven't received it but my statement and bank clearly says Money was deducted from my account and credited to the beneficiary account. I haven't received a Reversal or refund for any of the this transaction, and stake is not ready to solve this issue they just bluntly say this is all the information we have and just contact your bank for further Reversal steps and my bank just tells me Reversal cannot be processed as the Beneficiary is rejecting the Reversal request. Now I conveyed the same to stake support and they again go saying Sorry this is all the information we have and please contact your bank.. Like seriously?? Stake can just literally solve this in a few minutes contacting their payment provider but they don't want to. Attaching all the payment screenshot and Transaction IDs from stake for reference. I can also attach my Bank statements of requested.

Transaction ID's on Stake

3407665845 - 5,000 INR

3433550870 - 20,000 INR

3390639893 - 10,000 INR

3459023905 - 4000 INR

The 10000 INR is more than a month old and nothing has been done so far.

Dear Looks21,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

An Update regarding Transaction ID 3390639893 - 10,000 INR Deposit. I raised a refund/Reversal request with my bank after Stake denied receiving the funds. My bank sent a reversal request to the Beneficiary and The beneficiary Rejected the Reversal request saying " Goods/Services Provided" so the money has definitely been credited to the beneficiary account either the beneficiary is fooling Stake or Both stake and beneficiary have a part in covering this up. When I contacted Stake with this info Guess what they said.. their same old botted reply saying We have provided all information regarding this please Reach out to your bank.. I clearly told them what has happened and they just tell the same reply over and over again. Attaching proof from my bank and Stakes stupid Support msgs.

Dear Looks21,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Stake Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Stake Casino,

Please provide detailed information regarding the player’s issue, including whether you can clarify the situation with the player’s deposits and withdrawals, where the funds are currently held, and the reasons for the reported delays and discrepancies in processing.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Still the same no new updates. I'm still going back and forth with my bank and Stake. Stake just gives me the same old botted reply even after me providing all the proofs. Still 40,000 withdrawal and 35,000 in deposits not received.

Dear Looks21,

Thank you for your patience while we investigated this matter.

We would like to provide clarification regarding the withdrawal and deposit transactions raised through this platform.

Following an investigation with our Payments provider and Payments team, we can confirm that withdrawal ID 339****497 was successfully reversed to your Stake account under transaction ID 347****199. The funds were returned to your balance, and you were able to successfully process a withdrawal shortly afterwards.

Regarding deposit IDs 340****845 and 345****905, as mentioned in each specific escalation ticket, the transactions were successfully completed and updated accordingly in your account.

Finally, as also communicated through the relevant escalation tickets, transactions 339****893 and 343****870 were not received by our payment provider. As these funds did not reach us, we are unfortunately unable to intervene further on our end.

For further clarification regarding these deposits, we recommend reviewing the relevant escalation ticket available within your transaction records. You may review these details by navigating to:

Account > Transactions > Deposits/Withdrawals > Local Currency

As the information above confirms the outcome of each transaction raised, we trust this matter has now been fully clarified. We sincerely apologise for any inconvenience caused and appreciate your understanding throughout this process.

Kind regards,

Hello.. Thank you for the response and yes I have received the 40,000 withdrawal reversed to my stake account and the deposits of 4000 and 5000 also was received but the bigger deposits of 10,000 and 20,000 are still not sorted. I have emailed the stake payments with proof where your payment provider has said Goods and services provided for the the 10,000 transaction and this transcript is over 1 and a half month old. Will Attach that screenshot here again for your reference so that money has definitely reached your payment providers bank account. And the 20,000 I haven't got that reversed or refunded or balance updated in my stake account. I can attach my Bank statements if that might help. Still the transactions 3433550870 - 20,000 INR

3390639893 - 10,000 INR are not sorted yet, but thank you for acting on the other transactions and solving it.

Hello everyone,

thank you for the updates.

Dear Looks21, thank you for clarifying which transactions have already been resolved.

At this stage, regarding the remaining 10,000 INR and 20,000 INR deposits, I think it would be helpful if you could provide the relevant bank statement showing these transactions clearly (including the amounts and transaction dates/references if visible). This may help us better compare the information from both sides and determine where the issue occurred.

Dear Stake Casino, thank you as well for the clarification provided so far. I would kindly ask you to review the two remaining transactions once again after the player provides the bank statement, so we can determine whether the funds reached the payment processor or whether any further investigation is needed.

I will now wait for the next update.

Dear Looks21 and Samuel,

Thank you for the additional follow-up.

As previously mentioned, the two remaining transactions (339****893 and 343****870) were thoroughly investigated through the respective escalation tickets, and no record confirming that the funds reached our payment processor was identified.

As already outlined within the escalation tickets, we kindly recommend that the player continue the matter directly with their bank to confirm whether the amounts were reversed or to initiate a formal refund trace if necessary. The bank may also refer to the applicable RBI guidelines for further escalation procedures.

At present, no new bank statement has been provided that would allow us to expand the investigation further. While we understand this situation may be frustrating, all available checks from our side have now been exhausted and the related escalation cases have been concluded.

We appreciate everyone's patience and understanding throughout this process.

Kind regards,

Hello everyone,

thank you for the update.

Dear Stake Casino,

thank you for the detailed clarification and for confirming that the transactions have already been fully reviewed through the escalation tickets.

At this stage, I understand your position that no further traces were found on your side and that the investigation has been concluded based on the available data. I also take note of your recommendation for the player to continue the matter with their bank regarding a possible refund trace.

Dear Looks21,

as both sides have now provided their final positions on the remaining transactions, I believe we are reaching the end of what can be reasonably verified within this complaint process. If you still have any additional bank statement or proof that could help reopen or further support the investigation, feel free to share it.

Otherwise, please confirm whether you consider the matter resolved so I can proceed accordingly.

Thank you both for your cooperation.

Hello everyone,

thank you for the update.

Dear Looks21,

thank you for providing the additional information and for continuing to cooperate.

Please note that, for security and privacy reasons, I am unable to review documents shared through external password-protected links. If you would like me to review the materials, please either upload them directly to the complaint thread (using sensitive attachments if necessary) or send them to me via email at samuel.s@casino.guru.

I understand that you maintain the funds were neither credited to your Stake account nor returned to your bank account. Since the positions of both parties remain contradictory, I would like to strengthen the evidence available before reaching a conclusion.

For this reason, I would like to ask whether it would be possible to obtain an official statement, email, or written confirmation from your bank confirming that:

• the disputed transactions were successfully processed and debited from your account,
• the funds were not reversed or returned,
• no refund or chargeback was completed,
• and, if available, any additional information regarding the status of the transactions.

An official response from the bank would carry significant evidential value and could help clarify what happened to the funds after they left your account.

Dear Stake Casino,

I acknowledge your position regarding the completed investigation. However, before I reach a final conclusion, I would like to give the player an opportunity to provide additional documentation from the bank, as this may help clarify the remaining disputed transactions.

I will wait for the player's response and any further evidence available.

I'm not able to attend attach the Bank statement via the attachment option hence sent a link to drive files.. I have previously also mailed the Bank statements to samuel.s@casino.guru will do it once again.. Yes I have received official confirmation from my bank stating that the funds were credited to the Beneficiary account.

Below is the Bank mail regarding 3390639893 - 10,000 INR

I have attached both The bank statements for 20,000 and 10,000 transaction till date and emailed it to samuel.s@casino.guru

Got another response from my Bank regarding the 20,000INR transaction. Transaction ID : 3433550870 - 20,000 INR Reversal request was rejected by the beneficiary Bank. I keep providing the proof and details and stake keeps rejecting the claim when they clearly are at fault. Attaching the mailer from my bank.

Hello everyone,

thank you for the updates.

Dear Looks21,

thank you for providing the additional documentation and for continuing to cooperate throughout the investigation. I have taken note of the information from your bank, including the confirmation that the transactions were successfully processed from your account and the indication that the reversal request was rejected by the beneficiary bank.

Dear Stake Casino,

I would like to ask for a more detailed response regarding these latest developments.

The player has now provided additional evidence from the bank indicating that the funds were successfully debited and that subsequent reversal attempts were reportedly rejected by the beneficiary bank. Given this, the matter no longer appears to be limited to a simple case of "funds not reaching the processor."

Could you please clarify how such situations are handled on your side when a player's bank confirms successful processing while your investigation concludes that the funds never reached the payment processor?

In particular, I would like to understand:

• Whether any further escalation with the payment processor or intermediary banking partners is possible;
• Whether the beneficiary bank information referenced by the player's bank can be cross-checked with your payment provider;
• And what practical resolution path remains available to the player if the funds were neither credited to the casino account nor returned to the originating bank account.

At this point, the player has provided several documents supporting his position, and I believe a more detailed explanation of the next steps would be helpful before I can assess the matter further.

I will wait for the casino's response.

Dear Looks21 and Samuel,

Thank you for your patience while we reviewed the latest information provided.

We acknowledge your continued concerns regarding these two transactions and understand that this situation has been frustrating.

Regarding transaction 343****870, we have shared the latest reversal request document provided in this thread with our Payments team so it can be reviewed further with the payment provider.

For transaction 339****893, we remain willing to review any additional evidence that may assist in tracing the payment. However, the latest document provided in the thread does not appear to contain the transaction identifiers required for our payment provider to conduct further tracing. The document seems to reference an internal bank reference number; however, we would require documentation clearly linking the disputed transaction to its corresponding UTR number, or alternatively a bank-issued transaction record containing the relevant transaction details, such as the transaction date, amount, and sender account information.

Should you be able to obtain the requested transaction details or documentation containing the relevant UTR number, we would be happy to forward this information to the payment provider for further review.

As for the practical resolution path available based on the current information, we would kindly recommend continuing to pursue the matter directly with your bank. We encourage you to request a formal investigation into the transactions and ask the bank to proceed in accordance with the applicable RBI guidelines, including escalation to the appropriate department where necessary.

We remain willing to review any additional documentation you may be able to obtain and will continue to cooperate in good faith should new information become available.

Kind regards,

Hello everyone,

thank you for the update.

Dear Stake Casino,

thank you for the detailed clarification and for confirming that you are still willing to review any additional evidence the player may be able to obtain. I also appreciate that you have forwarded the latest documentation regarding transaction 343****870 to your Payments team for further review.

Dear Looks21,

based on the casino's latest response, it appears that there may still be a possibility to move the investigation forward if you are able to obtain additional documentation from your bank, particularly a bank-issued transaction record or document clearly linking the disputed transaction to the relevant UTR number.

If possible, I would recommend contacting your bank again and asking whether they can provide the specific details requested by the casino. Should you receive any new documentation, please share it here so that we can continue reviewing the case.

I will wait for your update and any additional information you may be able to obtain.

I have attached the bank statement multiple times of the disputed transaction.. sent them over email to Samuel too. I'll attach the screenshot of the payment and screenshot from the bank statement marking the transaction again for your reference cause I'm not able to Attach a file in here. The same bank statements are available in the over thread too. UPI Ref No 301444338048

I have attached the bank statement multiple times of the disputed transaction.. sent them over email to Samuel too. I'll attach the screenshot of the payment and screenshot from the bank statement marking the transaction again for your reference cause I'm not able to Attach a file in here. The same bank statements are available in the over thread too. UPI Ref No 301444338048

Hello everyone,

thank you for the update.

Dear Looks21,

thank you for providing the screenshots once again and for confirming the UPI Reference Number associated with the disputed transaction.

Dear Stake Casino,

could you please confirm whether the UPI Reference Number provided by the player (301444338048), together with the bank statement already shared, is sufficient for your payment provider to continue tracing this transaction? If not, I kindly ask you to specify exactly which additional transaction identifier or bank-issued document is still required so the player can request the correct information from the bank.

I believe this clarification would help avoid any further misunderstanding and allow the investigation to move forward more efficiently.

I will await your response.

Dear Samuel,

The bank statement screenshot and payment proof for UPI 3********048 correspond to transaction 343***870. Regarding this transaction, as mentioned in our previous message, we forwarded the bank communication to the payment provider. Then, following an additional review of the submitted documents, the payment provider has concluded that there is no record of these funds being received on their end.

Regrettably, as the funds are not in our possession, we are unable to take any further action on this matter on our side.

As previously advised, we recommend that the user verify with their bank whether the transaction amount has since been reversed to their account and request a refund where applicable. Should the bank decline this request, we recommend escalating the matter to the appropriate department in accordance with the applicable RBI guidelines and raising a formal complaint against the financial institution.

Regarding transaction 339****893, no additional documentation has been received from the user to date. In order to proceed with further review, we require a written communication from the user's bank confirming that a refund cannot be initiated because the funds have already been successfully credited to the beneficiary's account. This documentation must include the transaction identifier, such as the corresponding UTR number, the transaction date, the amount, and the sender's account details. Once we receive this documentation, we will be able to proceed with further review.

Thank you for your understanding.

Kind regards,

Hello everyone,

thank you for the updates.

Dear Stake Casino,

thank you for your detailed response and for the clarification regarding both transactions.

At this stage, before we proceed further, I would kindly ask you to provide the relevant supporting evidence from your payment provider for review. In particular, please share any confirmation or investigation outcome from your payment provider regarding transaction 343***870, confirming their conclusion that the funds were not received. If this contains sensitive information, you may send it confidentially to my email at samuel.s@casino.guru.

Dear Looks21,

thank you for providing all the information and bank-related documents so far.

Based on the casino’s latest instructions, they are requesting that you verify with your bank whether the transaction was reversed or finally credited, and obtain an official confirmation including the relevant transaction reference/UTR details. I would therefore recommend following up directly with your bank and requesting this specific confirmation, as this is currently the key document the casino is asking for in order to proceed further.

If your bank is unable to resolve this or confirms that the funds were not returned, the casino has indicated that the matter can be escalated further through the relevant financial dispute channels or regulatory complaint procedures in your jurisdiction.

For now, I will wait for the casino’s supporting documentation from their payment provider before taking the next step.

Thank you both for your cooperation.

Dear Samuel,

We have sent an email to you regarding the transaction 343***870.

Kind regards,

I'm tired of sending proof after proof and mails after mails and still being asked to send more details when stake can just sent their payment provider Bank statement and you could verify it and close this but they would do anything than solve the issue. I've attached a screenshot of reply from my bank and attaching the same payment screenshot again. Just take the statement from stake and check and give me a solution to this I'm tired of Waiting and writing every other week.

Hello everyone,

thank you both for your updates.

Dear Stake Casino,

thank you for providing the requested evidence via email. I appreciate your cooperation throughout this investigation. I have reviewed the screenshots from your internal systems as well as the communication with your payments department.

Based on the evidence provided, I have not found any indication that the disputed transaction was successfully received by the casino. The information supplied by your payments team consistently shows that the funds were never credited to your side.

Dear Looks21,

I understand your frustration, especially considering how long this matter has been ongoing and the amount of documentation you have already provided.

However, after reviewing the confidential evidence submitted by the casino, I have to conclude that I have no objective evidence suggesting that the funds reached the casino. On the contrary, the materials provided by the casino indicate that the payment was never received by their payment provider.

At this stage, it therefore appears more likely that the issue lies somewhere within the banking/payment chain rather than with the casino itself.

I would therefore strongly recommend pursuing this matter directly with your bank and requesting a formal payment trace and, if necessary, a refund or recovery procedure. If your bank is unwilling to assist, you may also consider escalating the matter through the appropriate banking complaint channels in accordance with the applicable RBI's (Reserve Bank of India) guidelines.

Unfortunately, based on the evidence currently available, I do not have any grounds on which I could reasonably hold the casino responsible for the missing funds, and I do not believe there is anything further I can do to assist within the scope of this complaint.

Thank you both for your cooperation throughout this investigation.

I would appreciate if you/casino could send over the proofs so I can raise a dispute with my bank again with proof this time. The bank always asks for proof of the beneficiary not receiving the funds. If you could provide me with the evidence of not receiving the funds it would help me have a strong ground with the bank. I do appreciate Stake for assisting all this while and this last bit would help. Thank you.

Hello everyone,

thank you for the update.

Dear Looks21,

I completely understand your request. If such a document is available, I agree that it could significantly strengthen your position when discussing the matter with your bank or payment provider.

Dear Stake Casino,

would it be possible to provide the player with a document, statement, or confirmation indicating that the disputed transaction was not received by your payment provider?

I fully understand that certain internal records may be confidential. However, if there is any non-confidential confirmation or official statement that can be shared with the player for the sole purpose of supporting their dispute with the bank, I believe it could be very helpful in resolving this matter.

If you are unable to share such documentation directly with the player, please let me know whether there is an alternative form of confirmation that could be used for this purpose.

Thank you both for your continued cooperation.

I had escalated the issue with my Bank further and they sent me this response, and told me the money was deducted from my account and credited to the beneficiary account and when a claim was raised for reversal the beneficiary Rejected the claim. When the bank tells the transaction was successful and send me this then only any supporting documents from stake is the only thing that can resolve this issue.

Dear Samuel,

Thank you for your message.

We understand the request. However, we are unable to provide the player with any documentation or correspondence received from our third-party payment provider, as this information is confidential and cannot be disclosed.

As previously confirmed and shared with you via email, our payment provider has verified that there is no record of the disputed transaction being received on their end. While we are unable to share the supporting evidence directly with the player, this information has already been provided to Casino Guru for review.

That said, we have reached out to our payment provider again to request an official statement or confirmation regarding the transactions in question that can be shared with the player. We will provide an update as soon as we hear back.

In the meantime, the user can view, through the relevant escalation ticket on their Stake account, the outcome of our payment provider's investigation, confirming that the funds did not reach us. We hope this may assist in any further discussions with the bank.

We appreciate everyone's patience and continued cooperation while we await the provider's response.

Kind regards,

Hello everyone,

thank you both for your updates.

Dear Stake Casino,

thank you for contacting your payment provider once again. I appreciate your efforts to obtain an official confirmation that could potentially be shared with the player.

Dear Looks21,

I understand this situation has been very frustrating, especially given the conflicting information provided by your bank and the casino's payment provider.

At this stage, I believe the official confirmation the casino is trying to obtain is the only remaining piece of evidence that could potentially help you in your further communication with your bank.

I will therefore wait for the casino's next update before taking any further steps.

Thank you both for your continued cooperation.

Dear Samuel,

Thank you for your continued patience while we followed up with our payment provider regarding both transactions.

We can confirm that we requested a more detailed statement from our payment provider that could be shared directly with the player in support of their discussions with their bank. However, our provider has confirmed that they are unable to provide any additional documentation beyond what has already been shared with Casino Guru. Their investigation also confirmed that the funds relating to the disputed transactions were not received on their end.

Based on the outcome of this investigation, there are no further actions available for us to take in relation to these transactions.

We would therefore reiterate our previous recommendation that the player continue pursuing this matter with their bank by requesting a formal payment trace and, where applicable, a refund. As previously advised, the escalation ticket available within the player's Stake account contains the outcome of the payment provider's investigation, which may assist the bank during its own review.

Should the bank be unable to locate or recover the funds, we would recommend escalating the matter in accordance with the Reserve Bank of India's (RBI) prescribed dispute resolution process, as this is the appropriate avenue for resolving discrepancies between financial institutions.

We appreciate that this has been a lengthy and frustrating process for the player, and we thank them for their patience and cooperation throughout. Should any new evidence become available from the bank or any other relevant party, we remain willing to review it. However, based on the findings of our payment provider's investigation, we have no further information or evidence that we can provide beyond what has already been shared in this complaint.

Kind regards,

Hello everyone,

Dear Stake Casino,

thank you for your detailed explanation and for following up with your payment provider once again. I also appreciate the evidence you shared with Casino Guru via email regarding your internal communication with your financial team. While I understand the player's request, I also understand that certain internal correspondence and documentation cannot be disclosed publicly.

Dear Looks21,

I understand that this situation is frustrating, especially as your bank and the casino's payment provider have reached different conclusions.

However, based on all the information currently available to me, including the evidence provided privately by the casino, I cannot conclude that Stake has acted incorrectly in this matter. From my perspective, the casino has made repeated efforts to investigate the transactions with its payment provider and has cooperated throughout the complaint.

At this stage, I believe the best course of action is to continue following the instructions provided by the casino and pursue the matter further with your bank, including requesting a formal payment trace and following the available dispute resolution process if necessary.

Should you obtain any new evidence from your bank that contradicts the findings presented so far, please share it with us and we will be happy to review it.

Thank you both for your continued cooperation.

Dear Looks21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru